IT Support Specialist

THIS IS NOT A REMOTE POSITION. CANDIDATES MUST HAVE 2 YEARS EXPERIENCE.

This position will provide first-line IT support for all Vir Tra employees and locations, including but not limited to the following:
First response, prioritization, resolution and escalation of staff IT ticket requests, regular maintenance and upgrades to desktops, laptops, printers, and other network equipment. Maintain up-to-date documentation and KB articles. Manage and Maintain user accounts in both on-premises and cloud-based systems. Ensure that hardware and software systems work as expected.

• Provide technical support and training to staff via the IT ticketing system, IT management tools, Microsoft Teams, and in person. Create detailed KB articles on troubleshooting steps and resolutions.
• Work is well documented and completed in a timely manner.
• Troubleshooting hardware and software issues on multiple platforms including:
  End User devices, including desktops, laptops, printers, IP phone system and some cell phones. Includes staff and device onboarding / offboarding, troubleshooting connectivity, patching, maintenance, system and application support for corporate approved programs.
• Working with the IT director and IT administrator to understand and troubleshoot enterprise level storage systems, staff RBAC privileges, and how they function and are used by staff within the corporation.
• Networking Equipment – This position will work with the IT team to understand data flow through the organization; how to install, configure and troubleshoot various network issues and elevate when necessary.
• VOIP telephony systems - This includes phone systems and PBX server, as well as contacting the various telephony vendors in case of an outage situation.
• Support various on-premises and cloud-based enterprise software implementations including installations, configurations, ongoing support and maintenance.
• Work with the IT director to plan, purchase, configure, track and document IT related hardware, software and other assets for IT related tickets and projects.
• Be available to work during normal IT workdays and IT maintenance windows as needed.
• Maintenance windows are typically scheduled as needed during evening and weekends to minimize staff impact and downtime.
• Comply with department ISO 9001 processes and company quality policy.
• Manage and log time worked daily by project code.
• Provide miscellaneous support to other departments, as needed.
• Performs other duties as assigned.

• Strong IT helpdesk skills, customer service and relational / people / soft skills.
• Detail-oriented and self‑motivated.
• Speedily and successfully complete IT tickets and varied tasks.
• Problem solving.
• Communication Proficiency.
• Able to organize and prioritize multiple tasks.
• Able to grasp and learn new IT concepts and systems quickly.
• Able to diligently work alone and as a member of the IT team and corporate team.
• Able to work efficiently and contribute to improving the efficiency of the IT team and IT operations.

• Desktop, laptop, printer, IP phone & some smartphone support including Windows, some Apple, and some Android operating systems.
• Microsoft 365, Exchange Online, SharePoint Online, SharePoint Lists and Active Directory.
• Enterprise software installation, support and troubleshooting including Epicor, Solid Works, PC‑DMIS, Adobe Cloud, Salesforce and others preferred.
• Enterprise hardware support and installation including desktops, laptops, printers and other devices.
• Ability to build and optimize Desktop PCs from motherboards, GPUs and other components preferred.
• Ubiquiti Switches and WiFi Access points, Switchvox PBX and Fortinet Firewalls preferred.
• Some experience with NAS and SAN enterprise storage systems preferred.
• Experience with manufacturing, content development and / or software design environments preferred.

While performing the duties of this job, the employee is regularly required to talk or listen. Frequently the employee will be required to stand; walk; sit and use hands or fingers, handle or feel; and reach with hands and arms. Working with basic hand and machine tools as well as small parts…